Tory Burch is a successful American lifestyle brand, launched in 2004 and quickly grown to account for more than 150 free-standing stores and presence in over 3000 department and specialty stores worldwide. The business in now on a digital transformation journey and further expanding.
While evaluating technology investments, the leadership team wanted to understand where the brand stood in terms of the experience provided to its customers, online and in store.
Danzi Consulting conducted a two-month multi-channel experience assessment across their physical and digital retail touchpoints. The result was a comprehensive report, mapping the customer journeys channel by channel, highlighting strengths and opportunity areas, with clear and actionable recommendations.
The assessment was followed by a Customer Experience Visioning Workshop and opened the way for a broader collaboration with the brand around their customer and clienteling strategy, which is currently ongoing.